An Investigation of Perceived Justice, Service Performance and Customer Satisfaction Within the Airline Industry

Abstract

Service performance appears to be particularly crucial in the airline industry following the COVID-19 pandemic. In addition, perceived justice is another construct within this industry that impacts customer satisfaction. A model is proposed that considers the impact of perceived justice and service performance on customer satisfaction within the airline industry. The findings indicate that service performance is positively related to both perceived justice and customer satisfaction, and that perceived justice is also positively related to customer satisfaction.